As an Onboarding Manager for vCom, you will serve as the primary point of contact for the onboarding of new customers and new services for existing customers, focused on partnering with customers to help them recognize the value of vCom’s software and services in managing their technology environment. Your laser focus on delivering excellence motivates you to develop strong relationships with customers and communicate effectively and frequently with stakeholders at all levels. You prioritize development of a keen understanding of customer needs and draw connections to available solutions. You recognize opportunities to improve and continuously work to identify better solutions and aim to solve problems with technology, instead of manual work, wherever possible. Time-management and the knack for handling a full-plate with multiple competing priorities is your specialty.
In your first month, you’ll:
- Learn what vCom does and the tools we use to do it
- Become familiar with vManager and begin work toward becoming vManager Certified
- Learn about our onboarding process and methodologies
In your first 3 months, you’ll:
- Become vManager Certified
- Begin to manage customer onboarding projects
- Identify opportunities for process improvements and new revenue opportunities
In your first 6 months, you’ll:
- Be fully engaged in the role and operating independently most of the time
- Have strategic plans for your assigned projects
- Hold regular onboarding meetings to message the value vCom delivers
What you’ll do:
- Lead New Customer onboarding projects as assigned and deliver superior customer service for all items related to Software and Services
- Develop relationships with Customers to understand the Customers’ business strategies and maintains consultative positioning to define and implement vCom services to meet their needs
- Manage the on-boarding of new services for existing customers to ensure all Customer Software and Services are enabled for success
- Teach vManager software products and features to vManager users; follows standardized outline of how customers should be trained or works with Software Adoption Team to develop customized approach
- Identify additional service opportunities and/or underutilized modules of vManager and facilitates training or education to drive increased adoption and utilization of vManager
- Provide input to Software Adoption Team for enhancements of all training materials in anticipation of future training requirements
- Provide input for Software Development projects, keeping a strategic eye out for opportunities to improve the platform; retains a focus on usability and customer feedback
- Coordinate with Service Delivery teams to ensure all customer requirements and processes are documented and deliver superior customer satisfaction
- Drive continuous process improvement by routinely analyzing Customer and internal processes to identify opportunities to improve quality or effectiveness and leads the efforts to define and implement those changes
- Ensure all aspects of vManager and other internal systems are properly configured to deliver desired outcomes for customer
- Deliver Customer Status updates to key contacts and executive sponsors on a routine and timely basis either through recurring meetings or electronic messaging
- Provide input to Account Executives for Strategic Business Reviews (SBRs); participates in SBR preparation and meetings as appropriate
- Provide routine status updates on all projects to vCom internal stakeholders and leadership
- Identify project jeopardies, root causes, and corrective actions and drives timely resolution; leads internal and customer communication throughout resolution and provides summary of issue after completion
- Perform and coordinates special projects as assigned by the Manager, Customer Success Team
- Demonstrate commitment to vCom’s core values by leading, acting and behaving in a manner consistent with these values
- Perform other duties as assigned
What you’ll bring:
- 5 + years in telecommunications or related SaaS experience required
- Project Management Experience, especially in onboarding SaaS solutions
- Ability to go beyond a ‘script’ to get a firm understanding of customer needs
- Must be a self-starter, resourceful and willing to take initiative
- Excellent verbal and exceptional written communication skills, with ability to communicate complex technology concepts and application
- Excellent time management and organizational skills
- Ability to meet deadlines and complete projects as assigned
- Able to successfully interact with customers and understand the needs of each unique organization
- Able to maintain professional poise and comfort leading discussions with decision makers, end-users and IT professionals
- Strong computer skills (Microsoft Office365, Word, Excel, PowerPoint, SharePoint) and the ability to quickly become an expert in vCom’s software platform
It’s also helpful if you’ve got:
- BA / BS in related field desired
- vManager Certification (either as a prerequisite or will be required as soon as possible after hire)
The Selection Process
- After submitting a resume, qualified candidates will be invited to complete two separate assessments
- Once the assessments are completed, candidates will participate in a pre-screening phone screen with Human Resources
- A select group of candidates will be interviewed (rounds of interviews may include the team, the VP of Customer Experience, and vCom’s COO)
Eligibility
Only those candidates authorized for work in the United States will be considered for employment as we are not able to sponsor employment visas.
About vCom
vCom is a cloud-based software and managed services company focused on helping enterprises simplify and better manage every phase of their IT lifecycle spend. Our growth, innovation, and strong customer relationships are driven by our incredible employees who thrive on delivering amazing outcomes for our customers and team members. vCom has received the prestigious Best Places to Work award in the SF Bay Area for 13 years in a row and was one of Glassdoor’s Best Places to Work in 2019 (Employee’s Choice, Small Business List).
EEO Statement
vCom Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.